How we turned customer feedback into actionable insights for product management
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What I learned about the value of customer feedback during the triple j mobile app redevelopment from a product manager's perspective, and some initial thoughts on how to turn a mountain of (sometimes angry) messages into useful insights for prioritising your product roadmap.
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SWE481 – Software Engineering Capstone 1 Page 2SWE.docx
SWE481 – Software Engineering Capstone 1 Page | 2
SWE481 Software Engineering Capstone I
Group Software Development Plan
11 August 2014
Week 5
Contents
1. Project Outline 4
2. Development Methodology 7
3. Requirements 9
3.1 Requirements Gathering Process 9
3.2 Project Requirements 10
3.3 Requirements Analysis 11
4. App Design 12
4.1 Music App Architecture 12
4.2 Major Application Components 13
4.3 Class Diagram 14
4.4 Use Case Diagram 15
4.5 Main Screen 16
4.6 Data Management 17
5. Development and Testing 18
5.1 Coding Agile Development 18
5.2 Key Processes 18
5.3 Testing Phases 20
5.4 Test Cases 21
6. Project Schedule 23
6.1 Master Schedule 23
6.2 Gantt Chart 25
6.3 Network Diagram 25
7. Risk Analysis 26
7.1 Risk Assessment 26
7.2 Mitigation Strategy 26
References 26
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Phase IV Usability Testing
Grade weight: 15%
Requirements
Based on your initial Storyboard / Wireframes develop an interactive
prototype with invisionapp to carry out a series of tasks to be tested with
live users. The tasks should include TWO common tasks and at least ONE
advanced task. Registering / logging in to the website / service are
considered common tasks.
You will need to conduct the usability testing on a minimum of FIVE
individuals and use the "Think Aloud" method to capture their thoughts,
actions and interaction with the prototype. During the test one group
member should be a note taker to record what the user is doing and saying
during the testing.
Note: DO NOT explain, prompt or help the user during the testing. This will
taint your results and not give you real feedback on the interface /
interaction.
Prepare a small survey with a 5-point Likert scale and open-ended
questions. Compile all the results into a report as part of your submission.
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Deliverables (Each section will have the same grade)
1. PROTOTYPE: invisionapp prototype based on your wireframes.
2. PREPARATION:
a. A copy of your "script" including introduction to make the user
feel at home (biscuits...).
b. The goal or goals that you tell the user, and the tasks that you
expect the user to accomplish but keep secret.
3. RESULTS:
a. The results of the testing including Likert Scale results,
observations about user actions and expectations, verbal
feedback from the user, and answers to open-ended questions.
4. CONCLUSION:
a. Areas of the wireframes that need improvement or changes.
b. Feedback on the interface from the users (Positive and
Negative).
c. A statement on what the group thought went well and tasks/
actions from the user feedback that surprised the group, tasks
that took longer than expected, errors or confusion from the
user.
d. What you learned about your application and steps to improve.
e. What you learned about Usability Testing.
Submission
Submit the followings to the Dropbox on SLATE in the Final Project
Part 4 folder (e-mail submissions will NOT be accepted):
The zip file of the prototype downloaded from invisionapp.
A document containing deliverables 2 to 4 (see above).
Only one submission per group.
Please refer to the Late Submission Policy.
Only the last submission is accepted and marked, all other
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SWE481 Software Engineering Capstone I
Group Software Development Plan
11 August 2014
Week 5
Contents
1. Project Outline 4
2. Development Methodology 7
3. Requirements 9
3.1 Requirements Gathering Process 9
3.2 Project Requirements 10
3.3 Requirements Analysis 11
4. App Design 12
4.1 Music App Architecture 12
4.2 Major Application Components 13
4.3 Class Diagram 14
4.4 Use Case Diagram 15
4.5 Main Screen 16
4.6 Data Management 17
5. Development and Testing 18
5.1 Coding Agile Development 18
5.2 Key Processes 18
5.3 Testing Phases 20
5.4 Test Cases 21
6. Project Schedule 23
6.1 Master Schedule 23
6.2 Gantt Chart 25
6.3 Network Diagram 25
7. Risk Analysis 26
7.1 Risk Assessment 26
7.2 Mitigation Strategy 26
References 26
1. Project Outline
The project that we have chosen is a mobile application for music to expand the streaming music that is already available on the website. The application will have two options for the user to choose from. The first option will be a no cost listening option, which will have ads associated with it. This option will be a radio stream that will allow the user to listen to random songs based on the interests that they choose. The second option would be an ad-free paid subscription where the user can pick specific songs to add to their playlist for their listening pleasure.
The application will be developed to work on the Android 4.0+ operating system along with iOS 6.0+ and Windows 8.x+ phones. It will include integration for social media so that users can post their playlists and what they are listening. They will be able to share the playlists with their friends and family.
The application will be only need the UI developed as it will integrate with the backend that is already developed for the website. The budget for the project is estimated to be $300k with an expected timeline to be between 60 and 90 days. This will be finalized once the schedule is created and released.
The project will be broken down into 5 phases.
1. Initial pilot application. At this phase the application will allow users to create accounts, and have the majority of the front end laid out, but not completely functional.
2. Radio Module. This will be the development of the search functionality to allow users to search through the database of songs and artists and begin to find music for which they wish to listen.
3. Subscription Module. This will allow users to use the Radio Module above and save the songs to playlists and add music to the library.
4. Social Media Module. This will allow users to begin posting information on what they are listening to their social media networks.
5. Project Close. This will be the final release of the completed application.
Each of these phases corresponds to a cycle in the software development methodology that we have chosen to use for this project.
We must consider a number of things while developing this software and looking into devel ...
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A software, undergoes countless brainstorm sessions, rigorous testing in IT environment management and then comes to the production. The task of adding more features to software is like a maze game. The end question that leaves everybody wondering is “How the hell did this functionality come here?”. Famous by various other terms like, “Scope creep”, “requirement creep”, refers to unforeseen requests for the addition of features that are not listed in the project scope.
Prototyping (presentation)
Prototyping is a process where developers create models of software to more deeply understand requirements from users. Developers gather initial requirements, develop prototypes, review them with customers, and revise based on feedback. There are two main types: rapid prototyping uses minimal effort prototypes to get early requirements and then are discarded, while evolutionary prototyping builds the actual system on top of the prototype. Prototyping actively involves users, allows early detection and feedback on errors and missing functionality.
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SYST15892 Interactive User Interface Design Phase IV Usa.pdf
SYST15892 - Interactive User Interface Design
Phase IV Usability Testing
Grade weight: 15%
Requirements
Based on your initial Storyboard / Wireframes develop an interactive
prototype with invisionapp to carry out a series of tasks to be tested with
live users. The tasks should include TWO common tasks and at least ONE
advanced task. Registering / logging in to the website / service are
considered common tasks.
You will need to conduct the usability testing on a minimum of FIVE
individuals and use the "Think Aloud" method to capture their thoughts,
actions and interaction with the prototype. During the test one group
member should be a note taker to record what the user is doing and saying
during the testing.
Note: DO NOT explain, prompt or help the user during the testing. This will
taint your results and not give you real feedback on the interface /
interaction.
Prepare a small survey with a 5-point Likert scale and open-ended
questions. Compile all the results into a report as part of your submission.
SYST15892 - Interactive User Interface Design
Phase IV Usability Testing
Deliverables (Each section will have the same grade)
1. PROTOTYPE: invisionapp prototype based on your wireframes.
2. PREPARATION:
a. A copy of your "script" including introduction to make the user
feel at home (biscuits...).
b. The goal or goals that you tell the user, and the tasks that you
expect the user to accomplish but keep secret.
3. RESULTS:
a. The results of the testing including Likert Scale results,
observations about user actions and expectations, verbal
feedback from the user, and answers to open-ended questions.
4. CONCLUSION:
a. Areas of the wireframes that need improvement or changes.
b. Feedback on the interface from the users (Positive and
Negative).
c. A statement on what the group thought went well and tasks/
actions from the user feedback that surprised the group, tasks
that took longer than expected, errors or confusion from the
user.
d. What you learned about your application and steps to improve.
e. What you learned about Usability Testing.
Submission
Submit the followings to the Dropbox on SLATE in the Final Project
Part 4 folder (e-mail submissions will NOT be accepted):
The zip file of the prototype downloaded from invisionapp.
A document containing deliverables 2 to 4 (see above).
Only one submission per group.
Please refer to the Late Submission Policy.
Only the last submission is accepted and marked, all other
submissions are ignored.
Any attempt at cheating on the assignment will result in a grade of zero
Introduction: The name of our application would be Bright Future. It is about guiding people to take
steps to achieve the dream job they want in the future. It would guide us from the basic level to the
higher levels. The aim of our app is to provide information to people about the eligibilities and
requirements of a specific job. Requirements: Concept: The concept of our program is to help
people know their career paths. The app prompts t.
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Requirements
This document discusses different methods for gathering requirements for a software project, including interviews, observation, and research. It emphasizes the importance of talking to multiple stakeholders to get balanced information and priorities. Requirements gathering takes practice and demands identifying goals and priorities to guide development and avoid overscoped "gold-plated" software. Social and organizational factors within the customer environment must also be considered.
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Increasing use of the mobile phone over a desktop is in the trend over the past few years. People have shifted their focus on building mobile apps as they help to engage more people. In today’s highly competitive environment, the company that focuses on engaging customers survives.
The work of building an app from scratch requires expertise and it is needed to ensure that the work is carried out by the help of a team of experts. You can make it yourself if you are good at it and the other way is to outsource it by giving the work to a mobile app developer or a company that does it.
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The document summarizes user testing experiences and feedback from an MVP of a mobile application called "Hang" designed for college students to spontaneously plan hangouts. User testing found that while users rated the importance of core app features highly, satisfaction averaged only 3.2 out of 5. Specific user feedback praised the app idea but criticized the user experience and design. Testing also uncovered bugs like allowing blank required fields and not validating user inputs. The developers concluded MVP2 needs improvements like adding past hangout history, editing hangouts, and easier friend searching.
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How we turned customer feedback into actionable insights for product management
- 1. Customer feedback approach triple j mobile app
- 2. Turning customer feedback… …into actionable insights
- 3. Background • No existing framework for customer feedback • Rusted on user base, no new product released for 7+ years • Change in product approach • ‘Release early, release often’ meant stripping the product of many of its features, we needed to take the audience on a journey with us
- 4. Users You
- 5. Our workflow 1. Define your sources CRM (HelpScout) Staff & stakeholders Social channels App stores 2. Collate and categorise Type Theme Code 3. Respond to feedback Reply templates ‘No promises’ Tag & sort 4. Interpret and share Reporting Stakeholder management 5. Repeat the process Reasonable response times and achievable cadence Don’t burn out!
- 6. Categorisation • Accurate categorisation is central to turning feedback into actionable insights as it helps to identify patterns • Depending on the volume of feedback you may not need three layers, ‘Type’ and ‘Code’ may be enough • ‘Theme and ‘Code’ types will be specific to your product, however some general ‘Category’ types that we found useful were: § Usability issue § Feature request § Bug § User education issue § Generic positive § Generic negative Type Broad, a small number of categories makes it easier to group Theme Product specific, useful for breaking down a large volume into manageable buckets Code Granular level, likely how it directly impacts the user
- 7. Feedback examples Feedback Type Theme Code “I'm on the Gold Coast. I want to change my station to Queensland time. How can I do that?” Feature request Time delayed streams Wants ability to listen in their own timezone “The old app was great as it had a history of recently played tracks. It was the best thing about the app. I can’t seem to do this any more with the current one - great shame.” Usability issue Recently played Can't find recently played tracks “Not to keen on the new app, I cannot see why you would change it. How is it better?” Generic negative Generic negative Generic negative “Every time I listen from my Samsung it cuts out every few minutes and I have to keep pressing play. This doesn't happen with Spotify or any other app I use.” Bug Live stream Android live stream drops out
- 8. What else we capture Date Helps to pinpoint whether a defect or feature request is tied to a specific release or known technical issue Source Useful for stakeholder management (is the feedback via public or private channels) Device, OS, version Aids in identifying bugs isolated to certain groups of users Status Awaiting response, active, closed
- 9. Interpreting feedback • This will be entirely product specific, but some of the ways we’ve used it are: Bug identification and resolution Following a large volume of feedback specific to Android users we noticed a drop in avg session time (verified via GA360) isolated to a recent release. Subsequently identified a problem causing live stream to cut out after ~2 mins. Also used feedback to source users for testing/debug of the fix Feature requests and backlog grooming Time delayed streams were already on our roadmap, but it didn’t come up as a recurring feature request until we started adding new users to the app following our soft launch/migration. Old app users never had time delayed streams so it wasn’t something they expected, new users felt it was an obvious feature (exacerbated by daylight savings) Stakeholder management “I saw a negative review in the App Store!” - visualising feedback sources (private and direct vs posted through public channels) has been a great way to ease stakeholder anxieties and manage expectations around roadmap prioritisation
- 10. Keeping in contact • Tag your messages in the CRM system so you’re able to follow up with users who experienced a bug or requested a feature once an update that resolve their issue is released
- 11. Tools Google Docs Sheets to consolidate feedback, Slides for linked charts that dynamically update as new feedback is added, easily shared with stakeholders CRM service Help Scout, Zen Desk App Figures Store reviews Further reading www.intercom.com/blog/how-to-analyze- customer-feedback-and-make-it-actionable